When a customer retains the services of a professional carpet cleaner, they presume that this company possesses the necessary tools and skills to successfully complete the job. Competent craftsmanship, efficient cleaning equipment and cleaning chemicals and properly trained and schooled technicians are just part of what is THE COMPETITIVE EDGE.
So what completes THE COMPETITIVE EDGE? Service businesses are people businesses. When all else is equal, the individual running the company sets or ignores the standards that assure success.
So what are the “people things” that make a difference and gives a company THE COMPETITIVE EDGE?
- Do potential customers know about the business? Is there an advertising plan in place or does the company rely on friends and family to pass the word?
- Does a trained person answer the company phone? (THE SINGLE BIGGEST MISTAKE is the failure to realize that people wish to communicate with people.)
- Do customers feel a sense of “cleanliness” when the service vehicle pulls up to their home or building? (The appearance of the vehicle is the customer’s first perception of a commitment to hygiene.)
- Do uniformed technicians greet the customers courteously and with a warm smile? (While customers may be cognizant of the brand of equipment used, they are very interested in the caliber of people they allow inside their homes!)
- Are the technicians careful with the customer’s furnishings? (They should remember that they are an invited guest in the customer’s homes. )
- Do the technicians do the “extras”? For example, dust the baseboards and the backsides of heavy furniture while it is away from the wall?
- The customer should be advised of additional services that will be of benefit to them such as Carpet Protector and Odor Control. (These are not ‘bait-and switch’ tactics!
- Is the customer left with instructions on the care of the carpet after cleaning? (Customers rely on advice and this is also an excellent method of keeping a company’s name in the customer’s mind.)
- Is the customer thanked when the technician(s) leaves? (The customer has done the company a favor!)
- Is there follow up on the job performance? (Remember that a customer’s silence does not mean satisfaction!)
These ten suggestions do not require a large capital expenditure for cleaning machines, chemicals or training. However, they are fundamental people-to-people interaction.
Commitment to these ten simple efforts-will help a company obtain THE COMPETITIVE EDGE and help set them apart from their competition.
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The Bane-Clene® Team.
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